Quality Assurance Analyst - Banking Operations & Compliance

NBMBAA; Fort Worth (TX); On-site; USD 55,000 - 85,000; Full time

Job summary

Bank of America is seeking a Quality Analyst to monitor and evaluate inbound/outbound calls and case reviews. You will document quality issues, generate performance metrics for management, and support coaching of staff to maintain regulatory compliance and strong customer outcomes.

In a high-volume environment, you will validate processes, identify risks, and communicate actionable insights. You may review cases for regulatory alignment and participate in testing activities to support continuous

Qualifications

• Minimum education: High School Diploma or GED.
• 2+ years of experience with Check Operations.
• Quality assurance and testing experience desired.
• Ability to learn and adapt quickly in a fast-paced environment.

Responsibilities

• Evaluates phone calls, emails, and chat interactions to ensure adherence to the bank’s processes, policies, and standards.
• Documents quality issues and performance measures for management review and provides feedback and courses of action as needed.
• Provides coaching and information to employees to improve client interactions and outcomes.
• Applies internal and regulatory standards to measure compliance of the assigned area.
• Recommends changes to procedures and workflows to improve quality and productivity.
• Creates test plans, scenarios, and cases that satisfy users’ needs.

Skills

Quality Assurance

Check Operations

Attention to Detail

Regulatory Knowledge

Documentation

Communication

Risk Management

Project Management

Process Mapping

Testing

Education

High School Diploma or GED

Bachelor’s Degree

Tools

IQS

Job description

Bank of America is seeking a Quality Analyst to monitor and evaluate inbound/outbound calls and case reviews. You will document quality issues, generate performance metrics for management, and support coaching of staff to maintain regulatory compliance and strong customer outcomes.

In a high-volume environment, you will validate processes, identify risks, and communicate actionable insights. You may review cases for regulatory alignment and participate in testing activities to support continuous